Global Service Desk Analyst Tier II - Third Shift

Are you interested in being part of an innovative team that supports Westinghouse's mission to provide clean energy solutions? At Westinghouse, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.

The role of the Westinghouse Global IT Service Desk Analyst - Tier II is to provide remote support to end users on a variety of issues. They are responsible for identifying, researching and resolving technical problems. They will respond to escalated incidents from Tier I Analysts as well as telephone calls, email and chat requests for technical support from end users. Documents, tracks and monitors the incidents and service requests in their queue to ensure a timely resolution. They are responsible for meeting the Service Desk Service Level Agreement and other KPI metrics.

This is a 3rd shift opportunity and the work hours are 7:00PM EST - 6:00AM EST .

Your Day to Day:

• Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership.
• Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone and E-mail queues.
• Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.)
• Escalates/Coordinates 3rd level support to resolve problems if necessary
• Assists peers with troubleshooting, SD processes and procedures.
• Provides first point of contact on escalated/routed issues from Tier I
• Resolve and support end user issues with the help of remote control tool and remote resources
• Excellent written and verbal skills and strong customer service. This is an end user facing role via remote tools and phone support. The ideal candidate must be a self-starter who enjoys interacting with people and solving problems on a daily basis.
• Basic network administration
• Active Directory Administration
• Perform Tier 1 NOC Monitoring responsibilities (work with Telecom provider, escalate tickets to Network team, etc)
• Email security monitoring, Access Requests and other user provisioning tasks (coordinates with Sec Admin team)
• Tier 2 Application Support

Escalation POC for 3rd shift

• ex. A ticket has been escalated but is not getting any traction.
• You become aware that we've received 3 or more calls/tickets for an issue and a parent ticket needs to be chosen and escalated.
• Join and participate in high priority incident bridge calls/chats when Service Desk is needed

Monitor call queue using the Five9 supervisor console

• Communicate to the team when calls are holding (e.g., 2 or more, 1 call holding more than 10mins). We only do this for Global, EMEA and Spain campaigns. Sweden handles their own.

Send IT Alerts for unplanned P2 and higher tickets. Note - We're extending Westinghouse IT Alerts to several team members.

MS Teams Service Desk group chat awareness and activity

• Make sure to greet the team daily (increases collaboration and unity since we're in different locations)
• Help answer questions that team members ask in group chat.
• If multiple calls are holding, ask the team if they've seen any trends
• Communicate trends found in Global Queue

Host bi-weekly/weekly Service Desk meetings with 3rd shift and EMEA analysts.

• Cover the bi-weekly/weekly meeting slide decks with 3rd shift and EMEA analysts.

Attend weekly meetings:

• Weekly touch base between day shift and 3rd shift
• Discuss 3rd shift, EMEA and APAC trends
• Go over the weekly team meeting slide deck, so they are prepared to host the meeting for 3rd shift and EMEA analysts.

Who You Are:

• Associates degree in Information Technology or equivalent
• 3-5 years working experience in a Service Desk Role
• A+ preferred.
• HDI HelpDesk Professional or ITIL Foundations Required
• Network+ Certification preferred
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  Networking Skills

  
  
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  Basic Network Administration

  
  
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  Basic Network configuration troubleshooting

  
  
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  Knowledge of hardware and software

  
  
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  Protocol and OS Knowledge:

  
  
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  Experience with Windows operating systems

  
  
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  Experience with IOS and Android OS required

  
  
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  Familiarity in browser technology

  
  
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  Experience in VOIP systems (telephony)

  
  
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  At least 3-5 years' experience in providing remote phone and desktop support.

  
  

Why Westinghouse?

Westinghouse Electric Company is the global nuclear energy industry's first choice for safe, clean, and efficient energy solutions. We enable our delivery of this vision by living our value system:

• Safety and Quality
• Integrity and Trust
• Customer Focus and Innovation
• Speed and Passion to Win
• Teamwork and Accountability

Westinghouse offers competitive benefits to all our employees around the globe to keep them healthy and enhance their well-being. In the U.S. the following are representative of what we offer:

• Competitive Salary
• Comprehensive Health, Wellness and Income Protection Benefits
• 401(k) Savings Plan with Company Match
• Paid Vacations and Holidays
• Opportunities for Flexible Work Arrangements
• Educational Reimbursement Program
• Employee Referral Program

While our Global Headquarters are located in Cranberry Township, PA, we have over 9,000 employees working at locations in 19 different countries. You can learn more by visiting http://www.westinghousenuclear.com.

Equal Opportunity Employer of Minorities/Females/Vets/Disability

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